The maze is in the mouse
What ails Google. And how it can turn things around.
Hard hitting piece with lots of valuable insights. Was really hard to pick just one thing to quote so I’m randomly picking this:
“Google’s values may say “respect the user”, but it is obviously far from exceptional in focusing on customer success. Unless a customer pays an awful lot of money, they get some poorly-informed frontline support engineer who knows far less about the product than the customer themselves and they are made to run the gauntlet of receiving useless answers (but yay, time to first answer was less than 30 mins, so the customer success dashboard is all green!). Everyone at every level will spend hundreds of hours preparing a single executive presentation, but it will be the most junior employee and often not even a full-time employee who is tasked with helping a customer for ten minutes.”Posted on 2023-02-17T06:20:28+0000